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Ideas on how to run Automation on Closed Tickets

We've been making some updates and using Automation to populate that information. However, I cannot find a way to run Automation against all Closed tickets except going in and running the Automation manually on each ticket. I really don't want to have to do that. Or I'll take ideas for bulk updates if this isn't possible.

2 answers

1 accepted

Hi Christine, the solution is to use Run using Cron Express. And the first you should in your rule is to filter using JQL for example and search your closed ticket. Here you can generate Cron Expression http://www.cronmaker.com

Thanks, I'll take a look at that!!

I looked at this and it really just seems to extend my scheduling capabilities which wouldn't address the situation I'm trying to address, unless I am missing something.

I spoke too soon. I see that I can pair this with a JQL statement which gets me closer. now to deal with the issue of notifications - off to test.

So this is the best option. It still triggers that there was an Update on the Issue. Since I don't need for it to run on a regular basis I leave the Automation rule off. Then when I want to run it I turn off and Update notifications in the Scheme, turn it on, run it, turn it off then turn the notifications back on. I will do this during off hours for clean up purposes.

1 vote

@Christine Fowkes -

Hi Christine:

Automation is triggered by a specific event (i.e. issue status changed to CLOSED etc..).  Based on your ask, it seems that your automation is not setup properly where the update action against all closed tickets is therefore not triggered.

Need to know more of your automation rule, before I can assist further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Since they are already Closed, there is no action to take. Unless you mean I should see an action in the triggers to update all Closed items - but I don't see that, but that would be a nice add. The thought was to go through and add a comment to all Closed tickets which would then trigger my Automation I already have set up. But that will send out a lot of notifications - unless there is a way to disable that in the Automation. We're pretty new to Jira - just went full live with our customers, so still learning. Going to look into the Cron option mentioned earlier.

 

Thanks!!

@Christine Fowkes -

If you want to add comment for CLOSED issues, have you thought of customizing your WF via post-function?, so when an issue is closed, it will automatically add your comments.  Or customize the WF to enforce comment is required when closing the issue via Validation?

In my opinion, this is the preferred and proactive route.  So, comment is there for all the issues when they are closed.

Forgot to mention, if you don't want customer to be notified regarding to comments added to the issue, just make sure the comments are internal type and not shared with customers.

Best, Joseph

That's an idea but it would still trigger a comment to our Agents and that is a concern.

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